8x8 Contact Center Reviews & Product Details

Quick, good listeners, reliable, respectful, and great communication. Review collected by and hosted on G2.com.

Nothing much to add, but I feel like the process is easy. When I contact support, they get back to us very quickly. Review collected by and hosted on G2.com.

I really like that once you get to a person at 8x8 Contact Center, I've always had a good experience. The support team is knowledgeable, very patient, and understanding. They always resolve the situation, like today, when I spoke to an individual named Nadine who was really wonderful and worked me through everything I needed to. This helps me better use the services provided. Review collected by and hosted on G2.com.

Well, I'm not a big fan of AI because I used Otto a few times and asked questions. Never got even close to what I was trying to say. And that's why I had to file a case. But Otto was unable to even address. Review collected by and hosted on G2.com.

I appreciate how 8x8 Contact Center aggregates voice, chat, SMS, social and email communication methods into one manageable system. I find the granular metrics really helpful for efficiently managing resources, which allows for refinements that help with ROI. The product is pretty reliable and has done a good job of building out a strong global telephony network. This strong telephony infrastructure is key for a contact center that can be distributed all over the globe, supporting operation in more than 150 countries. Review collected by and hosted on G2.com.

My number one complaint is the inability to assign internal extension numbers to scripts. For instance, if you want to have one script hand off to another script, it requires a full PSTN phone number. In one case where I did a large CC deployment with hundreds of scripts, we had to have the client purchase hundreds of extra phone numbers. I've shared this issue with EGHT many times over the years. Another thing that's annoying is that CC Agent extensions operate very differently from UC extensions. Some examples are: voicemail for CC extensions works completely different. Also, when agents call from their CC extension to a UC user, the UC user can't see who's calling them. Review collected by and hosted on G2.com.

The support was prompt and helpful, always solving my requests. It delivers what I need in terms of features, and service when requested. Review collected by and hosted on G2.com.

Sometimes the chatbot asks for information that has already been provided, or sometimes the agent asks for the same information or sends the same instructions that were already confirmed earlier in the chatbot. Review collected by and hosted on G2.com.

8x8 Contact Center administration is feature rich, and easy to use! Coming from Five9 - this is absolutely a superior product!

Pricing is also extremely competitive, support and onboarding experiences were efficient and streamlined. Review collected by and hosted on G2.com.

The only dislike would be the minimal learning curve adapting to the new system. However, the support team at 8x8 is AWESOME! If I have a question, they are always quick to answer ensuring our system is performance is as desired/expected! Review collected by and hosted on G2.com.

I appreciate that supervisors can monitor their employees and find the reporting to be pretty good. As VP of IT, I like having metrics and the ability to see the volume and quality of calls. Their research tools are helpful for tracking down issues, especially when I receive complaints. Review collected by and hosted on G2.com.

Our agents work exclusively in a Citrix environment and it doesn't work in Citrix. There is very poor call quality even though we have it setup to bypass Citrix with the voice. The requirement to have 8x8 work and contact center confuses our agents a lot. Their VM and their chat are in 8x8 but calls are in the contact center. Even configuring the 2 to work together is confusing. I would prefer that they were in one platform only. Review collected by and hosted on G2.com.

I like being able to find and create reports and graphs all in one place anytime of the day. I don't have to download reports and can view numbers for daily, monthly, or yearly in one place. It's helpful to create graphs to show trends that help me stay staffed for the right hours in a day. I can open the file and view the numbers from yesterday, then pull numbers from last week to see the trends. It's also great to have chat and SMS all in the same program, which we normally needed two separate programs for. Review collected by and hosted on G2.com.

I have to run multiple separate reports to view different categories, then manually compare them. It would be more efficient to have a single report that allows me to select all relevant categories at once, so the data can be viewed together in one consolidated report. This created some issues as 8x8 seems to be more sales-oriented, and we are not a sales company - we are Customer Service-based and interviewing over the phone. Review collected by and hosted on G2.com.

The app is so easy to use and the chat is easy too. If the chat bot does not know an answer, it is not a hassle to just be transferred to an agent. Review collected by and hosted on G2.com.

After the prompt to log in, it said return to your chat. I had to redo this 3 times because I kept hitting the back arrow when really I just needed to do nothing and it would bring my chat back automatically. I liked that feature but maybe some more detail as to just "pause" to get back to chat would have been better. Review collected by and hosted on G2.com.

I like the added browser integration. They have fixed the issues with browser integration where previously when an attempt to sign in from browser would crash the browser. You would then have to download a native client in order to join a meeting. Now just click join from browser and use a code if provided and voila’! Review collected by and hosted on G2.com.

Expanding the notification sound identification system helps distinguish between general inbound notifications. Review collected by and hosted on G2.com.

I like that 8x8 Contact Center works as an OMNI-channel platform, allowing communication with a wide age demographic through various methods, which is a huge plus. I find the Transaction Codes invaluable for gaining insights into callers and helping route them to suitable agents. The Supervisor Workspace provides an excellent overview of how busy we are in different areas, making resource allocation incredibly easy with just a click. It's amazing to have everything in one window. The ability to assign Skills to agents is brilliant as it significantly reduces wait times for our customers. It's great that even less skilled agents can assist thanks to the Frequently Asked Questions feature, reducing the time callers are left on hold. Setting up 8x8 was very easy, and adding licenses and deploying new agents is seamless, making it a great system. It's user-friendly and, since agents use a Web URL, there's no software to maintain. Review collected by and hosted on G2.com.

Sometimes we find Agents could be part of Multiple Agent groups. We see the logic behind only being a member of one Agent Group, but this sometimes restricts us when giving Supervisors access to certain Agents. More granularity on Supervisors and which Agents they can monitor. It would also be useful if callers could be transferred directly into a queue and keep their place in the Queue if a certain team were not able to handle the customers request. Review collected by and hosted on G2.com.